(Internal Recruitment) - Platform Lead, Helpshift Care AI

Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords Studios (KWS) is the world’s leading provider of technical and creative services to the global video games market. The company has 12,000 employees across 70+ studios in 26 countries and offers graphic art asset production, game development, audio, testing, localization, and customer support services to leading video game developers and publishers. Keywords Studios has a proven track record of organic and acquisition-led growth, with over 50 acquisitions integrated since 2014.

• Experience in player support, customer support, team leadership, quality, knowledge management, platform administration, or operations support.
• Strong understanding of support workflows, ticket handling, escalation paths, macros, FAQs, and help center content.
• Ability to review support content and identify missing, unclear, outdated, or unsuitable information for automation.
• Comfortable analyzing tickets and categorizing issue types based on automation potential, complexity, and player impact.
• Strong attention to detail reviewing platform setup, workflows, knowledge sources, and reporting data.
• Ability to manage multiple accounts, priorities, and deadlines while maintaining organized documentation.
• Strong communication skills to explain issues, risks, and recommendations clearly.
• Comfortable working with technical and non-technical stakeholders.
• Problem-solving mindset with a willingness to identify root causes and recommend improvements.
• Ability to work closely with an AI Ops Manager, take direction, provide operational insight, and execute with ownership.
• Interest in AI, automation, Helpshift, player support, and gaming customer experience.
• Commitment to quality, player trust, and continuous improvement.

Nice to have:

• Experience with Helpshift or other customer support platforms.
• Exposure to AI-powered support, automation, chatbots, or digital transformation initiatives.
• Experience supporting launches, hypercare programs, or operational readiness activities.
• Background in gaming, player support, or customer experience.
• Experience with quality, reporting, knowledge management, or process improvement initiatives.
• Passion for AI, gaming, and evolution of player support operations.

Communication:

• Collaborate closely with AI Ops Managers, client teams, and internal stakeholders to improve content quality and platform readiness.
• Provide practical findings and recommendations to support discovery, launch planning, and client adoption.
• Communicate clearly about platform risks, content gaps, performance issues, and improvement opportunities.
• Serve as a bridge between daily support operations and AI Ops Manager governance responsibilities.

Analytics:

• Analyze ticket trends, issue types, and support workflows to identify viable Care AI use cases.
• Categorize tickets by automation potential, complexity, and player impact.
• Monitor Care AI performance metrics including automation rates, escalation trends, unresolved topics, and player friction.
• Identify recurring failure patterns, content gaps, and optimization opportunities.

Business:

• Support AI Ops Manager with client onboarding, launch, hypercare, and business-as-usual operations.
• Assist with platform setup, configuration checks, workflow readiness, routing logic, escalation paths, and knowledge source alignment.
• Review FAQs, help center content, macros, ticket examples, and support documentation for Care AI readiness.
• Validate readiness, test workflows, monitor early performance, and identify post-launch adjustments.
• Maintain documentation of platform actions, account status, known issues, and follow-up activities.
• Build scalable templates, checklists, playbooks, and procedures to standardize Care AI deployments.

Leadership:

• Conduct routine quality reviews to ensure Care AI responses are accurate, aligned with client tone, and safe.
• Identify and escalate risks related to hallucination, poor content, incorrect routing, unresolved issues, or low-confidence responses.
• Support corrective action plans.
• Facilitate internal enablement to improve understanding of platform requirements and Care AI operations.
• Promote AI fluency across delivery teams via knowledge sharing and continuous improvement.

This opportunity is available across all Player Engagement locations and is intended for internal hiring only. French translation of the job description will be available soon.